Support

Warranty

MAM Care

What is included?

Our watches are made according to the highest MAM quality standards.Nevertheless, you watch is covered by a limited warranty, applicable to any manufacturing defect. This includes the watch movement, its index, face and hands. The MAM Originals warranty is good for 24 months from the date of purchase. After this warranty expires, repairs will be subject to a service charge. Other parts not listed above are not covered by this warranty. If the product is returned during the warranty period, MAM will repair or replace any defective watch or parts without additional cost.

Does not include

Defects or damage caused by unjustified repairs or modifications. Defects or damage caused by unauthorised repairs or modifications. Battery, strap, crown or crystal/fase. Save your order confirmation email, which is your warranty. Defects or damage caused by inappropriate use, lack of care (impact, broken crystal etc.) or accidents. Aesthetic modifications, defects or damage due to normal use, wear and aging. Watches without a serial number or with one that has been altered, faked, replaced, disfigured or is illegible. Defects in the watch face that weren’t reported within 7 days of receiving the product.

Instructions and how to proceed

For any damage covered by the warranty, the customer must send the product to MAM ORIGINALS (Customers are responsible for return shipping charges). Once we have received and repaired or replaced the item, MAM ORIGINALS will send the watch back free of charge. Shipping address: MAM Originals C/Sant Pere Mes Alt, 40 - 08003 Barcelona (Spain). The customer must include their name and order number on the package.

Order

How can I change or cancel my order before I've received it?

Contact our customer service department using the contact form so we can change or cancel your order before shipping it.

Why can't I see the order in my account?

To see the order in your account, you must have logged in before placing the order. You’ll get all the information you need by email even if you weren’t logged in when you placed your order.

Has my order been processed properly?

If your account has been charged, it means we have received your order and we are processing it. The confirmation of your order is sent directly to the email address you provided when you placed the order. You can also check the status of your order by logging in to your user account. If you haven’t received confirmation, please contact our customer service department.

Where do I enter a promo code?

You can enter a promo code at checkout after clicking on the “Place order” button in the upper left-hand corner. The discount will be applied to your total immediately when you enter the code. Please note only one promo code may be used per order.

Payment

What can I do if my payment hasn't been processed?

If you can’t pay with your credit or debit card it could be because the card was issued in a different country. Our Stripe payment system automatically blocks this kind of transaction for safety reasons, in order to minimize online fraud. If you can’t use your card, we recommend you to choose a different payment method.

Payment methods

You can choose to pay with a credit or debit card or through PayPal. Payments with credit or debit cards will be processed through the Stripe payment system. MAM Originals does not manage credit card numbers.

Shipping Information

How much is the shipping to Spain?

The standard shipping is free. Customs charges for shipments to the Canary Islands and outside of the European Community must be paid by the customer.

How much is the shipping to Europe?

Standard shipping is free.

How much is the shipping outside the European Community?

Outside the European Community, standard shipping is free. Customs charges for shipments to the Canary Islands and outside of the European Community must be paid by the customer.

Where are orders shipped from?

Orders are shipped from Barcelona. You will receive a tracking number from Nacex / UPS in 1 or 2 business days.

Can I track my order?

Our courier Nacex / UPS, will send you an email with your tracking number once the order has been prepared and shipped from our warehouse. When you receive this number, you can use it to follow your package on the Nacex / UPS tracking page. If your tracking number doesn’t work, don’t worry. It may take Nacex / UPS a few hours to process the tracking and they only send numbers on business days. Try again a bit later. If you order goes through customs, we are not responsible for any additional charges involved. If you return items purchased to another address than the one that you’ve provided by email, we are not responsible if they get lost. If there are any issues with shipping, please contact Nacex / UPS directly and give them your tracking number and personal details in order to resolve it. (+34 900100000)

How do I place an order?

To place an order, choose the item you would like to purchase and add it to your cart. Then go to the payment page and enter your personal details and pay for your order. When you are making your payment, be sure to follow all of the steps carefully so we can charge your account for the order and ship it.

Returns and exchanges

I've received the wrong product

We highly encourage you, as the customer, to check that you’ve received the right item and that it is in perfect conditions before accepting the delivery. If you’ve received the wrong item or its damaged, please contact our customer service department within 14 days.

Instructions for returns and exchanges

As the customer, you have the right to return any product purchased and be reimbursed for the full amount within 14 days of delivery. Please note that the product must be in exactly the same conditions (new) as you received it. Return the watch to its original packaging, just as it was delivered. All returns must be sent to the same warehouse the product was originally dispatched from. If you need more information on how to proceed, please contact our customer service department. Customers are responsible for return shipping charges. Shipping address: MAM (local) C/ Sant Pere Mes Alt, 40 08003 Barcelona Spain *The customer must include their name and order number on the package.

Have you received my return?

Once we’ve received the product and checked it over, we will send you an email confirming your return and reimburse the amount paid, which you will receive within 3 to 5 business days. If you haven’t received an email within two weeks of shipping the package, please contact our customer service department with your order and tracking numbers.